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L&D Manager

Job Description:
About Us
Foundever® is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
Job Title: Training Manager
Role Summary
We are seeking a strategic and visionary Training Manager to lead our Learning and Development department. The ideal candidate will move beyond delivery to oversee the entire L&D lifecycle, ensuring that training programs are not only passion-driven but also aligned with organizational business goals and client-specific performance standards. You will lead a team of specialists to empower employees for their next career steps while maintaining high-quality results across all learning interventions.
Key Responsibilities
  • Strategic Planning: Build the annual training roadmap and oversee the preparation of comprehensive teaching plans across multiple accounts or departments.
  • Team Leadership: Direct and mentor L&D Specialists, overseeing their production of instructional materials, aids, and manuals while monitoring the quality of their results.
  • Stakeholder & Client Alignment: Ensure all training initiatives are strictly aligned with Client programs and internal company procedures, acting as the primary point of contact for client calibration.
  • Operational Oversight: Manage the delivery of training courses and orientation sessions, ensuring new hires are seamlessly acclimated to the business culture and requirements.
  • Effectiveness & ROI: Design and implement frameworks to assess training effectiveness, ensuring the incorporation of taught skills into employee work behavior and measuring the business impact.
  • Program Evaluation & Innovation: Periodically evaluate ongoing programs to reflect industry changes and integrate new trends and tools in employee development into the curriculum.
  • Compliance & Safety: Take personal responsibility for ensuring the entire training team understands and complies with company and client Health, Safety, and Security protocols.
Typical Qualifications
  • Education: College degree in HR Management, Organizational Psychology, or a relevant field (highly preferred).
  • Certificates: TTT certificate is a must.
  • Language Proficiency:
  • Advanced level of English (at least C1) both verbal and written.
  • Additional EU Language is a significant plus.
  • Experience Target:
  • Minimum of 3–5 years in a Learning & Development role, with at least 1–2 years in a supervisory or management capacity within the customer service or BPO industry.
Managerial Skills & Knowledge
  • Analytical Thinking & Pressure: Ability to analyze departmental performance metrics and maintain flexibility while working under high-pressure deadlines.
  • Advanced Communication: Excellent facilitation, influencing, and interpersonal skills, with the ability to interact positively and authoritatively with staff and leadership at all levels.
  • Leadership & Motivation: Strong ability to drive employee motivation and lead a people-oriented team culture.
  • Structured Management: A highly structured way of working, demonstrating reliability and the ability to perform duties with minimal supervision while managing a team.
  • Service Orientation: Maintaining a strong customer and service orientation to meet the demanding requirements of hiring managers and clients.

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